Performance of Public Service Responsibility in Handling Customer Complaints of the Muara Tirta Regional Public Drinking Water Company in Gorontalo City

This study aims to 1) . describe and analyze the ability of Perumdam Air Minum Muara Tirta Kota Gorontalo in responding to customers as. 2). describe the level of service speed applied by Perumdam Air Minum Muara Tirta in handling customer complaints in Gorontalo City. 3). explain the form of service accuracy carried out by Perumdam Air Minum Muara Tirta in the process of handling customer complaints. 4). describe the accuracy of officer service in responding to every complaint submitted by customers. 5). identify the extent to which timeliness of service is applied in handling customer complaints by Perumda Air Minum Muara Tirta. 6). know and analyze the ability of Perumdam Air Minum Muara Tirta in responding to customer complaints. The sub-focus of this study is 1). Ability to respond 2) Speed of Service. 3) Accuracy of Service. 4) Accuracy of Service. 5) Timeliness of service. 6) Ability to respond to complaints. The method used is a qualitative approach, primary data obtained through in-depth interviews conducted with various informants including the Director, Customer Relations Manager, Assistant Manager of Subscription Services & Marketing and Assistant Manager of Distribution Transmission and Disturbances, customers, secondary data from journal books. Data analysis was carried out through the stages of classification, reduction, description and drawing conclusions. The results of the study indicate that: 1) the ability to respond to customers is in the fairly good category through various communication channels, but is not yet consistent, especially in emergency reports. 2) The speed of service has been regulated through SOPs, but its implementation is not optimal due to limited personnel and technical constraints. 3) The accuracy of service shows efforts to adjust solutions to the type of complaint, but there are still inaccurate diagnoses so that problem resolution is not complete. 4) The accuracy of service is seen from verification and field checks before repairs, but there are still services that are rushed and give rise to repeated complaints. 5) The timeliness of service has not been fully achieved, because some complaints are handled longer than the promised time. 6) Perumdam Muara Tirta has followed up on complaints quite well, although there are still delays and inconsistencies in information. Overall, the most dominant sub-focus showing responsiveness is the ability to respond to complaints because it is the most consistent in recording complaints, providing follow-up, and implementing the principles of responsiveness and accountability even though there are still obstacles.